Budleigh Salterton Medical Centre
Patient Group
NEWSLETTER: SEPTEMBER 2012 – ISSUE 34
Out of Hours Medical Help: 999 for urgent or life-threatening problems;
Devon Docs on 0845 6710270; NHS Direct on 0845 4647 for non-urgent advice.
Website: www.budleighsaltertonmedicalcentre.co.uk
IN THIS ISSUE: News from Your Chairman – Introduction: Our New Registrar – Booking
Appointments - AAA Screening – About Your Blood Tests - PRG Survey Summary - NAAP
Update - Older Persons Information Day Update – Annual Flu Clinics – AGM Dates &
Guest Speaker – Active Budleigh Festival - Memory Café
Patient Group
Committee:
From your Chairman:
Hello again, what a lovely summer we are having! As I write this it
is again raining very hard, the rainfall for the last four months has
been over 550 mm (over 20 inches). Normal annual about 31 inches
in this area.
Our October meeting will be held in the Public Hall on the 10th, we
start with our postponed A.G.M. to be followed swiftly by, what I am
sure will be, an interesting talk by Mr Jameson-Evans on who has
been a leading light on hip replacement at the Royal Devon &
Exeter Hospital.
We are not a complaints system for the practice but we would
welcome any suggestions as to how we could improve the patient
experience when visiting the medical centre. For this purpose we
will move the present Patient Group contact box to a more
prominent position. We would also like some suggestions for
speakers at future open meetings. All these can be put in our
contact box for your committee’s perusal.
I would like to draw your attention to the forthcoming “Active
Budleigh” festival due to run from the 11th to the 15th of October.
There is really something for everyone amongst the activities
planned, pick up a leaflet and see what is on offer!
We are aware of the misuse of the disabled parking bay at the
surgery and are looking at ways to improve this situation. Let us
know your views and feelings via our suggestion box.
Hope to see you at 7 o’clock on 10th of October.
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Brian Hart
Brian Hart
(Chair)
Mark McGlade
(Secretary)
James Birtwistle
Peter Frean
Robert Harland
Bill Jordan
Jane Verschoren
Veronica White
Lesley Roden
Richard Mejzner
Trudy Vanstone
_____________________________
Contact us:
 By post to the
Medical Centre
1, The Lawn, B.S.
EX9 6LS
 Patient Group
post-box in the
Medical Centre
 Telephone the
Chair (568922)
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Introduction – Our New Registrar
I’m Susan and it is a pleasure to work as the new GP registrar at Budleigh Salterton Medical Centre over
the next 6 months. Prior to my arrival here, I have worked at hospitals in Yorkshire and the Royal Devon
& Exeter Hospital.
I was born and bred in Torbay before travelling away to study at York University and it’s a delight to
come back to the sea and the glorious Devonshire countryside.
When I’m not at work, I enjoy dancing Salsa, Ceroc and Modern Jive a couple of nights a week and try to
make time for a more creative lifestyle with fashion design, dress-making and painting, to name a few.
Another hobby of mine is cooking and also the consumption of good food and I can’t think of a better
place for tasting fine local cuisine than in Devon!
I am excited about working at Budleigh Salterton and the warm welcome it brings and I look forward to
meeting some of you in the future.
Susan Tat, GP Registrar
Booking Appointments
Feedback to the practice suggests that at times our appointment system can feel complicated. We hope
that if we outline how the system works it will make using it feel easier.
The tension that exists for us is making sure that every day we have enough spaces to see people that
need to be seen on that day. We also need to be able to offer follow up appointments for people whose
problems need ongoing review, at the same time ensuring continuity with the clinicians who are looking
after them. We also wish to provide the opportunity to book ahead for people to make it easier for those
working or with difficulties with transport to the surgery.
The first hour of surgery each morning is reserved for appointments booked in advance. A few other
appointments through the day may be booked as well, for the reasons explained above.
As a practice we see everyone who wishes it, on the day they have contacted us. What we are not able
to do is to guarantee which doctors are available as demand varies so much day to day.
We work as a team and try to manage a system that allows continuity of care but flexibility in recognising
that all the clinicians develop areas of increased expertise so that one’s registered doctor may not
always be the best person to see with regard to a particular problem. For many straight forward
problems it will clearly not matter who the clinician is and any of us would be happy to help.
When you contact us you will be able to be seen on that day. If you wish to see a particular doctor you
can book in advance but it may be at times there are no appointments for several weeks. We hope if the
problem is straightforward you will consider seeing another doctor. However, if it is with regard to
something that needs the continuity/skill of a particular doctor, then the receptionist can take a message
for that doctor to contact you to ensure the appropriate follow up is arranged.
For people working away and for those who find it difficult to get in within normal surgery opening hours
we run extended surgeries that can be booked in advance:
Monday 7-00 am to 8-00 am and Monday 6-30 pm to 7-30 pm
Alternate Saturday mornings, 8-30 am to 10-30 am
Our phones are very busy when the surgery opens at 8-30 am. It is much quieter and easier to get
through after 9-00 am. Please remember we always see everyone on the day that you contact us and it
might not be necessary to phone at 8-30 am.
Dr Richard Mejzner
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For Men Over 65 – Did you know?
Abdominal Aortic Aneurysm (AAA) Screening
What is screening?
Screening is a process of identifying apparently healthy people who may be at increased risk of a
disease or condition. They can then be offered information, further tests and appropriate treatment to
reduce their risk and/or any complications arising from the disease or condition.
What is an abdominal aortic aneurysm?
An abdominal aortic aneurysm is a weakening and expansion of the aorta which is the main blood vessel
in the body. Large aneurysms are rare but can be very serious. Approximately 6,000 people in England
and Wales die every year from ruptured abdominal aortic aneurysms. It is estimated that around 1 in 25
men aged between 65 and 74 in England have an abdominal aortic aneurysm. This is 4% of men in the
age group.
Who is at risk?
Men are approximately six times more likely to have an abdominal aortic aneurysm than women. The
chance of having an aneurysm increases with age. The risk of having an abdominal aortic aneurysm
can also increase if:
 You smoke
 You have high blood pressure
 Your brother, sister or parent has, or has had, an abdominal aortic aneurysm
Who is invited for AAA screening?
If you are a man aged over 65 you are more likely to have an abdominal aortic aneurysm. That is why
the NHS AAA Screening Programme invites men for screening during the year (1 April to 31 March) that
they turn 65.
Men over 65 who have not previously been screened or diagnosed with an aneurysm can request a scan
by contacting South Devon & Exeter AAA Screening Programme directly on 01803 655441
About Your Blood Test
The results of most commonly done blood tests are normally available after 3 working days. Some less
common tests may take up to 2 weeks.
If there is a significant abnormality your doctor will contact you. If you don’t hear anything, this may be
because the doctor has organised follow-up or the results are normal.
You are welcome to ring the practice after 10.00am and our reception staff can confirm that the results
are normal and leave a copy of the results for you at reception if you wish.
Occasionally there are slight abnormalities in some of the readings which will mean that the safest thing
to do is to repeat the test sometime later – perhaps some months later. We will contact you with your
information with regard to the abnormality and why we wish to follow it up.
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Patient Reference Group – The Patient Experience Survey 1 (February 2012)
(Reviewed August 2012)
Opening times:
You said:
100% advised the opening hours were either excellent or satisfactory
You said:
68% did not know about the current extended hours
You said:
60% felt the current opening hours were satisfactory, 32% requested an extra evening surgery,
and 8% were in favour of early morning or lunch time extra clinics
We did:
(1) extended hours displayed on our website and an insert was included in the newsletter
(2) in view of the majority being happy with the current opening hours no changes will be made,
however if further extended clinics are to be added then the practice will look at the possibility of an
evening one
Making an appointment:
You said:
89% found booking appointments at a convenient time either fairly easy or very easy and just 11%
found it not very easy
You said:
33% advised seeing a specific GP was very important, 45% fairly important and 22% not important
You said:
71% did not know the days of the week each GP is available
We did:
a GP time-table is now displayed on our website and was included in the March 2012 newsletter
Arriving for an appointment:
You said:
84% know there are touch buttons at the main entrance to automatically open the front door
You said:
61% use the checking in panel and 39% prefer to check in with a receptionist
You said:
70% suggest the reception staff are excellent and 30% suggest they are satisfactory.
We did:
(1) there are now 2 notices to advise patients of the touch buttons and the information is on the
website and in the surgery brochure
(2) at our staff development afternoon we had a discussion regarding politeness and helpfulness
by reception staff and where areas can be improved upon
Reception area:
You said:
100% advised the reception area was comfortable and clean
You said:
22% felt a blood pressure machine in the foyer would be advantageous
We did:
we will endeavour to keep the reception area to its current standard and have decided not to
purchase a blood pressure machine in view of 78% of patients not deeming it necessary
Waiting times:
You said:
63% advised they normally waited 5-15 minutes and 34% advised they normally waited 1530minutes
You said:
50% rated the wait as good and 34% rated the wait as very good
You said:
76% advised it would be helpful to know if the GP was running more than 30 minutes late
We did:
the checking in panel now displays the current waiting time and when asked all reception staff are
more than happy to advise patients if there is a delay
Overall experience:
You said:
32% advised they received an excellent service from the practice, 51% very good, 16%
satisfactory and 1% unsatisfactory.
We did:
we are encouraging feedback from our patients, both positive and negative and hope this will help
improve our service to you – any complaints you have will be dealt with promptly and with
discretion
Our second survey, Clinician Consultations, was sent to the Patient Reference Group members in July 2012.
This survey was compiled with a view to gaining an understanding on how patients feel about their consultations
with our doctors and nurses, if the clinicians are meeting their expectations and where improvements can be made.
The results of this will be available later in the year and will be displayed on our website.
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Update – N.A.A.P. AGM - May 2012
The 34th Annual Conference of the National Association for Patient Participation took place on Saturday
May 26th in Manchester. The Secretary of Budleigh Salterton Medical Centre Patient Participation Group
attended the conference along with delegates from over 120 other PPG groups from around the country.
The keynote address ‘Striking a new deal with patients in support of a quality service’ was delivered by
Professor Rajan Madhok on behalf of Niall Dickson, Chief Executive of the General Medical Council,
who was unfortunately indisposed.
Professor Madhok outlined how the nature of medicine is changing the relationship between the doctor
and the patient. People are now less likely to be passive recipients and more likely to be active partners
making choices in a process. He stated that there is a growing desire for, and a belief in the ability to
deliver, more transparency on the quality of medical care.
The conference also organised four interactive workshops to discuss and share best practices in the
PPG’s across the country. The Budleigh Salterton Patient Participation Group is an active member of the
N.A.P.P and working with our local GP’s and members of the patient community will strive to continually
improve the local services offered at our Medical Centre. Suggestions on how to improve local services
and communications with the patient community are most welcome by the PPG.
Mark McGlade
Update – Older Person’s Information Day - June 2012
The Budleigh Salterton Older Persons Day on the 13th June held at the Public Hall attracted over 30
organisations with information tables including: Alzheimer’s Society, Age Concern, Stroke Association,
Lloyds Pharmacy, Ashbury Dental Care, Everys Solicitors and SRL Solicitors, Care Quality Commission
and Devon County Council.
The Budleigh Salterton Medical Centre attended the event organised by Home Instead Senior Care as
an information resource for older people and their families and included a panel of health care
professionals comprising Dr Richard Mejzner from the Budleigh Salterton Medical Centre, Diane Walker
our local Community Matron and Dr’s Colm Own and Peter Aitken from Wonford House Hospital.
Feedback from the event was overwhelmingly positive and future information days are being planned
Mark McGlade
Annual Flu Clinics – October 2012
Saturday 13th October:
8.30am - 10.30am
Saturday 20th October:
8.30am - 10.30am
Wednesday 31st October: 12 noon - 1.15pm
The NHS recommend that if you are over 65 years or suffer from diabetes, asthma, bronchial problems
or heart and kidney trouble you should be vaccinated annually.
Anyone under the age of 65 who is eligible will be invited to attend by letter. If you are unsure if you are
eligible for a vaccination please contact the surgery direct after 10am.
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Patient Participation Group (PPG) AGM 2012
The rescheduled AGM will be taking place on 10th October 2012 at the Public Hall at 7.00pm. It will be
immediately followed by a presentation from a guest speaker, Mr David Jameson-Evans, Consultant
Orthopaedic Surgeon. Everyone is welcome.
Active Budleigh Festival
The Active Budleigh Festival planned for the 11th-15th October over a long weekend will give residents
and visitors the opportunity to participate in sport, adventure, dance and fun and at the same time learn
about our local environment.
There will be a wide range of activities for all ages and all abilities and there will be opportunities for
participants to learn about local history, the wildlife and the countryside.
The activities we hope will include walking, cycling, BMX demonstration, photography, bush craft,
swimming, historical walks, wildlife exploration, horse riding, foraging, high ropes, kayaking, coffee shop
walks, mountain biking, fishing, treasure hunts, archery, bowling, tennis, croquet, golf, trial biking and
other activities to keep residents and visitors fit, healthy and happy.
Age or disability should not be a barrier to having fun or trying new sports, activities and meeting new
friends. Organisers are planning a diverse range of activities for our older and less mobile members of
the community including a Mobility Scooter Time Trial at the Lime Kiln Car Park on Sunday 14th
October. A Tea Dance has been arranged at the Public Hall hosted by David and Diana Perratt of
Chance to Dance with a Formation Dance Team in the interval. Salsa in the Street dancing is planned
from Salsa del Sol who will deliver the event based on their hugely successful Salsa dance held in
Cheltenham. There will be Biodaza and a Circle Dance in the Public Hall, Tai Chi at the Peter Hall and
Seated Movement with the involvement and support of Age Concern.
A detailed programme of events is available from the Medical Centre and can also be viewed on the
Active Budleigh website www.activebudleigh.co.uk or phone Mark McGlade on 01395 200600
Budleigh Salterton Medical Centre’s Memory Café
Are you worried about your memory?
Do you care for someone with memory problems?
Come and meet new people and play games and quizzes
in a relaxed and friendly atmosphere.
Time: 10.30am – 12.30pm (every other Friday)
Venue: Budleigh Salterton Football Club
Fridays
September – 7th, 21st ; October – 5th, 19th
November – 2nd, 16th, 30th ; December – 14th – Christmas Party
Budleigh Salterton Football Club, Greenway Lane, Budleigh Salterton
(Free Parking)
For all enquiries please phone Kathryn or Diane on 01395 441212
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